System and method for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center

A computerized system for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center comprising:

• one or more processors;
• an inbound software;
• and
• an inbound database, said one or more processors are configured to:
• mark one or more open tickets as predicted for follow-up inbound call and predicted date and time for the follow-up call in the inbound database;
• update status of one or more open ticket marked as predicted for follow-up inbound call and predicted date and time;
• convert the updated status to a voice recording;
• and
• operate the inbound software to identify an inbound call as a follow-up inbound call of a customer received via a Voice over Internet Protocol (VOIP) network communicating with a customer's mobile device wherein the customer has an open ticket with an updated status and play voice recording with the status update in the identified inbound call, thus reducing customers waiting time and agents' workload.